Privacy Policy

Last Updated: 2026-09-14

Welcome to RefleCX. At RefleCX, we are committed to protecting the privacy and security of your data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website (reflecx.io) or use our customer experience, survey, and analytics platform (collectively, the "Services").

1. Our Role in Data Processing

RefleCX operates primarily as a Data Processor (or Service Provider) for our business clients. When our clients use RefleCX to send post-engagement surveys via SMS, email, or web, and collect feedback, our clients act as the Data Controllers. If you are an end-customer taking a RefleCX survey, your data is owned and controlled by the brand that sent you the survey.

2. Information We Collect

We collect information in three main categories:

A. Client Data (Information from our Business Users)
When you register for a RefleCX account or log into our Dashboards, we collect:

• Contact Information: Name, email address, phone number, and job title.
• Account Credentials: Usernames, passwords, and Single Sign-On (SSO) authentication data.

B. End-Customer Data (Information collected on behalf of our Clients)
When end-customers interact with RefleCX surveys and feedback tools, we collect data strictly on behalf of our clients:

• Engagement Data: Survey responses (e.g., NPS, CSAT, CES scores) and verbatim, unstructured text comments.
• Contact Data: Phone numbers or email addresses used to trigger post-engagement SMS or email surveys.
• Interaction Metadata: Date, time, channel (voice, chat, email), and language of the customer support interaction.

C. Automatically Collected Data
When anyone interacts with our platform (Dashboards or Surveys), we automatically collect:

• Device & Usage Data: IP addresses, browser types, operating systems, and device identifiers.
• Cookies & Tracking: We use cookies to maintain session states, remember user preferences, and analyze platform performance.

3. How We Use the Information

For Business Clients:

• To provide, operate, and maintain the RefleCX platform and customized Dashboards.
• To send administrative notifications, real-time automated alerts, and coaching recommendations.

For End-Customers (On behalf of Clients):

• To deliver customized, branded surveys via email, SMS, or web channels.
• To perform deep-learning sentiment analysis on verbatim comments and qualitative feedback.
• To aggregate quantitative data into real-time performance trends for our clients.

Note: RefleCX does not sell end-customer data or use it for our own marketing purposes.

4. How We Share Your Information

We only share data in the following circumstances:

• With Our Clients: Survey responses, sentiment analysis, and interaction data are immediately shared with the specific client (Data Controller) who initiated the survey.
• Service Providers: We may share data with trusted third-party vendors (e.g., cloud hosting providers, SMS/email delivery gateways) who assist us in operating the platform. These providers are bound by strict confidentiality agreements.
• Legal Compliance: We may disclose data if required by law, or other legal processes, or to protect the rights, property, or safety of RefleCX, our users, or others.

5. Data Security

RefleCX takes data security seriously. We implement enterprise-grade security measures to protect your information, including:

• Encryption: Secure storage of all encrypted data in transit and at rest.
• Access Control: Single Sign-On (SSO) and custom hierarchy filters to ensure sensitive data is restricted based on employee roles and levels.

6. Data Retention

We retain Client Data for as long as the account is active or as needed to provide the Services, comply with legal obligations, or resolve disputes.

We retain End-Customer Data strictly according to the data retention policies set by our business clients (the Data Controllers). Upon request or termination of a contract, we securely delete or anonymize this data.

7. Your Privacy Rights

If you are a Business Client:
You have the right to access, correct, or delete your account information at any time by logging into your RefleCX Dashboard or contacting us directly.

If you are an End-Customer:
Because RefleCX processes your data on behalf of our clients, any requests to access, rectify, or delete your survey responses must be directed to the brand/company that sent you the survey. RefleCX will fully cooperate with our clients to fulfill these requests within legally required timeframes.

8. International Data Transfers

As a global platform, data may be transferred to, and processed in, countries other than the country in which you are resident. We ensure that appropriate safeguards (such as Standard Contractual Clauses) are in place to protect your personal data when it is transferred internationally.

9. Changes to this Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our software, features (such as new AI or deep-learning implementations), or legal requirements. We will notify clients of any material changes via email or platform notification prior to the change becoming effective.

10. Contact Us

If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at: CX.Reflecx.Support@authenticom.com